Upwork
upwork.com ↗In their words
“Client retention rates reached 102”
“Client spend retention was steady at 100%”
“Our community of talented professionals receives an average project feedback rating above 90, and our clients rate Upwork with a net promoter score of above 60.”
Disclosed NPS over time
Every Net Promoter Score Upwork has published, by date.
NPS disclosures (10)
We also enjoy the benefits of high Net Promoter Scores, which we refer to as NPS, that generate significant word-of-mouth growth. While a majority of our new client registrations come through direct and non-paid channels, we also increase our new client…
The NPS scores from customers are very high.
We also enjoy the benefits of high Net Promoter Scores, which we refer to as NPS, that generate significant word-of-mouth growth. While a majority of our new client registrations come through direct and non-paid channels, we also increase our new client…
We also enjoy the benefits of high Net Promoter Scores (“NPS”) that generate significant word-of-mouth growth. While a majority of our new client registrations come through direct and non-paid channels, we also increase our new client pipeline with a…
Our community of talented professionals receives an average project feedback rating above 90, and our clients rate Upwork with a net promoter score of above 60.
We also believe the quality of our unified platform, Upwork, is reflected in our NPS, which exceeded 60 on average from both freelancers and clients throughout 2017 and 2018.
In 2017 and in the six months ended June 30, 2018, we maintained high Net Promoter Scores, or NPS, of over 60 on average from both freelancers and clients.
In 2017 and in the six months ended June 30, 2018, we maintained high Net Promoter Scores, or NPS, of over 60 on average from both freelancers and clients.
Upwork demonstrates high Net Promoter Score as a key leading indicator of customer loyalty and future stickiness.
In 2017 and in the six months ended June 30, 2018, we maintained high Net Promoter Scores, or NPS, of over 60 on average from both freelancers and clients.
Retention disclosures (9)
Net revenue retention: 106% (Q1 2021) — “Client Spend Retention from 102% in Q4, 2020 to 106% in Q1, 2021, the fastest acceleration we have seen in the last five years”
Net revenue retention: 102% (Q4 2020) — “client retention rates reached 102”
Net revenue retention: 100% (Q3 2020) — “Client spend retention was steady at 100%”
Net revenue retention: 102% (Q4 2019) — “client spend retention rate as of December 31, 2019 was 102%. This is lower than our all-time high of 108% as of December 31, 2018”
Net revenue retention (clients (dollar-based)): 105% (Q2 2019) — “client spend retention rate of 105”
Net revenue retention (clients (dollar-based)): 108% (Q4 2018) — “client retention...at 108%”
Retention rate (core clients): 83% (2017) — “The logo retention for core clients was 83%.”
Retention rate: 58% (2017) — “the overall logo retention for the Company was 58%.”
Net revenue retention: 106% (2017) — “the dollar attention overall is 106%.”
Lighthouse companies in Technology
About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.